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Contact Center as a Service (CCaaS)

About this topic

Gartner defines contact center as a service (CCaaS) as solutions offering SaaS-based applications that enable customer service departments to manage multichannel customer interactions holistically from both a customer-experience and employee-experience perspective. CCaaS solutions offer an adaptive, flexible delivery model with native capabilities across the four functional components of the technology reference model for customer service and support.

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Community Posts

Does anyone use an CMDB different that the one included in your ITSM system (ie: use Opentext CMDB while using ServiceNow as ITSM platform)?

Yes84%

No16%

Is there anyone using the integration between Five9 CCaaS and ServiceNow willing to share their experiences? We are using this integration today and would like to benchmark it with another organization. We are more than happy to share our experiences, as well.

When moving from an on-premise solution to cloud, am wondering if there are any users who have experience in building a responsible optimized CCAAS cloud platform model, so as to not get sticker shock upon implementation.

If you are with a large, global firm ($20B+ revenue) that moved to a third party like US Cloud to replace Microsoft Enterprise Support, what was your experience?

Has anyone who was in the situation above moved back? If so, why?

We are looking at using a 3rd party to provide Microsoft Support. Have proposals from a few. But wondering who is the most effective at managing Microsoft to get effective response and remediation on incidents that have to be escalated from 3rd party directly to Microsoft. They all say they can do it but in practice I'm sure some are better. Any strong experiences one way or the other?

In a typical call center deal, who generally bears call center outbound call charges? Is it the client or the call center? What is the normal standard negotiation term? Call center bears this cost normally? Because we got only agent cost and not outbound call telephony charges as part of the proposal?